ambition - pine court housing · ambition • honesty • intelligence. 2016 - 2017 . year of the...
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AMBITION • HONESTY • INTELLIGENCE
2016 - 2017
YEAR OF THE MONKEY CO
NT
ENT
S
01 WELCOME P04
02 OUR JOURNEY P08
03 HOMES P12
04 COMMUNITY P20
05 VALUE FOR MONEY P28
06 GET INVOLVED P34
07 HOW WE WORK P36
WELCOME2016/17 has been a year of
great achievement for Pine
Court Housing Association
and I am pleased to be
appointed as Chair at this
exciting time.
In 2016 we celebrated the
start of the year of the monkey,
at our annual Chinese New Year
celebration. Characteristics
associated with the monkey
in the Chinese Zodiac include
ambition, honesty and
intelligence, which are all
attributes that we hold in high
regard and that we continue to
demonstrate, in our 30th year.
We are continuing to play an
active role in the future of
housing in Liverpool. By
continuing to invest and provide
more affordable housing in the
Liverpool City Region, we are
trying to change the way
housing is provided for the
Black and Minority Ethnic
(BME) community.
Our first affordable housing
scheme was completed and
residents were are able to move
in to their new homes in August
2016. Over 50% of these new
properties were let to BME
5
customers, as we continue our
mission to build not just homes
but inclusive, diverse and
welcoming communities.
This was also the year that we
were nationally recognised
as a housing association that
puts its customers first, being
presented with the award for
Best Small Social Landlord
of the Year at the Housing
Excellence Awards. This
award reflects the work our
dedicated staff do to provide
the best possible service, as
we strive to deliver the
highest levels of satisfaction
and value for money for each
of our customers.
I would also like to take this
opportunity to offer my thanks
to Philip Leong for his service
as Chair of the Board. Over the
last five years, he has overseen
a great many changes at Pine
Court and has been at the
forefront of developing and
growing our company, while
keeping our identity and values
at the heart of what we do.
Paul Musa
Chair of the Board
Hello and welcome to our new look Annual Report for 2016/17.
We’re happy to report that we’re fully compliant with all our regulatory standards, full details of which can be found on our website. This publication provides an overview of our achievements during the year.
你好，歡迎收閱我們2016/17年度的新年報。
我們很高興地宣佈，我們達到所有監管條例的標準。詳细內容可以在我們的網站上找到。本年報概述我們今年所取得的成就和業績。
WELC
OM
E
我也想藉此機會感謝 Philip Leong擔任董事會主席。在過去五年來，他在松園監了許多變化，發展最前沿和增長我們公司的業務，同時保持我們的特性和價值觀，這就是我們所要做的核心工作。
保羅·穆薩董事會主席
Paul Musa
Chair of the Board
WE
LCO
ME
歡迎
7
歡迎2016/17松園房屋協會取得重大的成就，我很高興被委任為主席。在2016年初，我們慶祝猴年農曆新年活動。猴子在中國十二生肖的特徵包括抱負，誠實和智慧，這是我們高度重視的所有特徵及在30周年繼續表現出來。 我們仍然繼續在利物浦的房屋未來發揮積極作用。通過在利物浦區域繼續投資和提供更多實惠的房屋，我們正在努力改變為黑人和少數民族（BME）社區提供房屋的方式。 我們的第一個實惠的房屋計劃已經完成，住戶巳經在2016年11月入伙，其中超過50％的新居出租給BME住戶，因為我們致力於延續我們的使命，不只是興建房屋，而是更有包容性，多元化的歡迎社區。 這年也是我們被全國認可把住戶放在第一位的房屋協會，並獲得房屋卓越獎的“最佳小型社會業主獎”，這個獎項反映了我們專業的員工能提供最好的服務，務求為每個住戶提供最高水平的滿意度和物有所值。
OUR JOURNEY
The 2016/17 period has been
a landmark year for Pine Court
for a number of reasons.
In 2016 we celebrated our
30th year since being
officially registered.
This was also the year that
we were recognised as
Small Social Landlord of
the Year at the Housing
Excellence Awards.
We completed the building
of our first affordable housing
development and customers
moved into the Phoenix Mews
property in August.
With the continued support
of The Sovini Group, we are
happy to celebrate these
milestones and continue
to nurture inclusive and
diverse communities for our
customers, providing high
quality homes and putting
our customers first.
We are thriving as part of The Sovini Group, taking advantage of the economies of scale and the services available to us.
OU
R JO
UR
NE
Y
09
OU
R JO
UR
NE
Y
11
1ST
Achieved e�ciencysavings of £600K
Launched the Pine Court Community Development Fund
£
SEPTEMBER2014
2014
Became the 1st BME (Black and Minority Ethnic) Landlord to receive the TPAS (Tenant ParticipationAdvisory Service) accreditation
DECEMBER
2015
Work commenced onbuilding new homes
MARCH
2016Awarded Small Social
Landlord of the Year atHousing Excellence Awards
MAY
AUGUST
2014Achieved Investors in People Standard
OCTOBER
MARCH
Achieved e�ciency savings of £300K
MARCH
2013
DECEMBER
2013
AchievedInvestors in
DiversityStandard
2012Joined the
Sovini Group
DECEMBER
2011
£
JUNE
2013
£142Ko�cerefurb
£14
2K
2013Achieved
WorkplaceWellbeing
Charter
JULY
NOVEMBER
2013AchievedISO 9001
ISO 14001ISO 27001
OHSAS 18001Standards
£1.4 million Gift Aided from Sovini
MARCH
2014
£
Achieved Customer Service Excellence Standard
FEBRUARY
Retained ISO Standards
2015
2015
2016
Celebrated our30th anniversary
JUNE
Residents moveinto Phoenix Mews, our first a�ordable
housing scheme
AUGUST2016
06
HOMESAward winning
In 2016, Pine Court was
presented with a national award
in recognition of the work we
do with our customers and the
communities in which they live.
Pine Court was announced as
the Small Social Landlord of the
Year at the Housing Excellence
Awards ceremony, which was
held in Manchester in May 2016.
Winners were chosen by an
independent panel of industry
experts and were praised for
doing “excellent work” and
“working with communities in
a very special way.”
100% of our homes meet or surpass the Decent Homes Standard and we are constantly working to improve them.
HO
MES
David BrownDirector of Operations at Pine Court
We are so proud to have been recognised as the best small social landlord in the UK, a true testament to the hard work and dedication of the staff at Pine Court who put our customers at the heart of everything we do.
13
HO
ME
S
15
Investment
As we continue our five year
plan to invest in our properties,
we began a £480,000 upgrade
of Chung Hok House. This follows
a £250,000 investment program
which was completed during
2015/16, that included replacing
all of the windows and the
communal doors.
The program will include
replacement of the lift, erecting
new signage both internally
and externally and a renewal
of the communal areas with
redecoration, replacement
carpets and new ceiling tiles.
THE AVERAGE TIME TO COMPLETE A RESPONSIVE REPAIR WAS
4 DAYS*
CUSTOMER SATISFACTION FOLLOWING A RESPONSIVE REPAIR WAS 98%*
OF OUR PROPERTIES WITH GAS HOLD A VALID GAS SAFETY CERTIFICATE*
100%
HO
ME
S
17
*Internal KPI report
*IInternal KPI report
*Internal KPI report
Repairs
As part of our ongoing mission
to provide the highest level of
service to our customers, in
2016 staff at Pine Court
worked alongside our involved
residents to identify areas
where the repairs process
could be improved.
The Customer Empowerment
Panel undertook a review of the
repairs process, interviewing Pine
Court staff and residents to get a
full insight of experiences of the
process from all parties involved.
They identified a number of
areas where the service could be
adjusted to make sure that the
customers were receiving the
most efficient service possible.
Following the measures that
were implemented, the average
time taken to complete a
responsive repair fell from 5 days
in 2015/16 to 4 days in 2016/17.
Aids and adaptations
Throughout 2016/17 our
dedicated Aids and Adaptions
Officer has been working
alongside tenants to ensure that
we are meeting the individual
needs of each customer.
We work in partnership with
Liverpool City Council and Wirral
Metropolitan Borough Council
to deliver improvements to our
customers’ homes, enabling
them to live independently and
maintain a good quality of living.
Our Aids and Adaptations Policy
includes service standards so that
the quality of service delivered
is consistently of the highest
standard, and the feedback from
our customers continues to
reflect this.
HO
ME
S
19
New developments
In 2016 Pine Court completed
our first development of new
homes in nearly a decade.
Phoenix Mews, off Edge Lane,
Liverpool, is Pine Court’s first
affordable housing scheme
and consists of 18 one and
two bedroom apartments.
The project was primarily
funded using a £1.4m Gift
Aid contribution from The
Sovini Group.
The development offers good
transport links to Liverpool city
centre and is located in the
heart of the £100m Edge Lane
redevelopment project.
The apartments were built
by Fairtree Homes and offer
residents allocated parking,
eco-friendly bicycle storage,
secure entry system and
on-site CCTV.
21
Our offer to customers is so much more than just bricks and mortar.
CO
MM
UN
ITY
David BrownDirector of Operations at Pine Court
We are proud to be celebrating our 30th year providing homes to the Chinese community.
COMMUNITYDiverse and inclusive communities
As well as providing quality
homes and value for money for
our customers, we are constantly
striving to ensure that all of our
homes are in communities that
are diverse and inclusive.
We work closely with our
customers and partner
organisations to challenge any
social, economic or cultural
barriers that may occur, so that
all of our customers have
access to all services and
amenities available to them,
and can lead fulfilling lives as
part of their communities.
30th birthday celebrations
In 2016 we celebrated our 30th
year in business. To mark the
occasion, and the continuing
success of Pine Court, on 30th
June we held an event at Matou
Pan Asian restaurant in Liverpool.
Involved customers were invited
along to join in the celebrations
as well as local Councillors from
across Liverpool and Wirral.
Members of the Liverpool
Chinese Business Association
also attended, along with
beneficiaries of the Community
Development Fund.
Entertainment was provided
by The Liverpool Hung Gar
Kung Fu Friendship Association
who performed a Chinese
lion dance followed by a
kung-fu demonstration.
Chinese New Year
In February we again hosted
our much anticipated, annual
Chinese New Year celebration,
at the Pagoda Arts Centre in
Liverpool City Centre.
Guests watched performances
from the Chinese culture
centre’s musicians and
dancers, as well as Chinese
Dragon Dancing and martial
arts performances from
Liverpool Hung Gar Kung Fu
Friendship Association.
During the Chinese New
Year celebration event, we
welcome the opportunity to
hear feedback from customers
about how we can improve
our services for the year
ahead. It also provides us the
opportunity to offer special
thanks to the involved residents
for their support throughout
the year.
23
Joint Big Lunch
In June 2016 we again
joined forces with Steve
Biko Housing Association to
organise a Big Lunch event
in Liverpool; treating older
residents to a selection
of cultural cuisine and
entertainment.
The event took place at the
Pakistani Community Centre
in Liverpool 8 and this was
a perfect opportunity for
our residents to mix with
other elders from the city to
celebrate community and
friendship. The event
was also attended by
Councillor Anna
Rothery and Councillor
Nathalie Nicholas.
The event marked the
celebration of the Queen’s
90th birthday and the
Community Centre was
decorated with British
memorabilia whilst
guests were adorned with
crowns and tiaras, with
entertainment including a
performance of traditional
Chinese songs by Mrs Tien,
a customer of Pine Court.
David BrownDirector of Operations at Pine Court
This event is now in its fifth year and our customers all thoroughly enjoyed the celebrations. It’s great to get together to celebrate our heritage and to strengthen the links we have with the local community.
Nathalie Nicholas Councillor, Liverpool City Council
I am proud we have Pine Court Housing Association and Steve Biko HA in our city that come together to share different cultures in an act of friendship, promoting and celebrating equality and diversity for all.
CO
MM
UN
ITY
Equality, diversity and inclusion
As a specialist housing provider
to BME communities, we
are committed to promoting
equality, diversity and inclusion
in everything we do.
We strive to make all of our
services accessible to everyone
and treat all of our customers
fairly, with dignity and respect.
OF OUR LETTINGS ARE TO BME CUSTOMERS**Internal KPI report
57%IN 2016/17
CO
MM
UN
ITY
25
Affordable housing
August 2016 was a landmark
moment for Pine Court
as we welcomed the first
residents to move into our
£1.9m affordable housing
development in Liverpool.
Phoenix Mews, off Edge
Lane, is Pine Court Housing
Association’s first affordable
housing scheme and
consists of 18 one and two
bedroom apartments.
With over 50% of the new
properties being let to BME
customers, each apartment
boasts attractive open-plan
living with great transport
links to the city centre,
aligning with our aim to
provide quality housing in
safe and inclusive communities.Dawn Dudley Resident
I like how safe and secure it is and the way it’s set out. The kitchen and bathroom are gorgeous.
Community Development Fund
This is Pine Court’s third year
supporting community projects
through our Community
Development Fund.
Groups or individuals can
apply for funding to help with
projects that help to enhance
the quality of life of local
people and make a difference
to the neighbourhoods in
which they live.
In 2016/17 the fund benefited
a number of local community
initiatives, including:
Evergreen Wellbeing Club
Helping introduce members to
new activities developed with a
focus on five ways to wellbeing.
Liverpool Chinese
Cultural and
Recreational Association
Funding an event at the
Black-E telling the story of
140,000 Chinese servicemen
recruited to work in the war.
The Sound Agents
Creating a contemporary
documentary to be shown
at FACT Liverpool and the
Open Eye Gallery
documenting the stories
of Chung Hok House
residents’ lives in Britain
and China.
OF RESIDENTS THINK THAT PINE COURT IS GOOD AT KEEPING THEM UP TO DATE WITH THINGS THAT MIGHT AFFECT THEM AS A RESIDENT*
85%
*STAR Customer Satisfaction Survey 2017
27CO
MM
UN
ITY
Money matters
With the start of the Universal
Credit Full Digital Service,
which will be rolled out in
Wirral in November 2017 and
Liverpool in March 2018, our
Financial Inclusion service
has been working with our
customers so that they are
being kept up-to-date with how
the changes may affect them.
Our advice service is available
weekly with our dedicated
Financial Inclusion officer,
supported by a bi-lingual
Housing Assistant, to ensure
that our customers are
receiving access to all of the
welfare assistance to which
they are entitled.
During 2016/17, the service
helped secure approximately
£124,000 in welfare benefits for
our customers, that they may
have otherwise lost out on.
Neighbourhood walkabouts
Our neighbourhood
walkabouts give our
customers an opportunity
to raise any questions they
have about where they live,
and discuss them directly
with our staff.
The walkabouts are
undertaken by Housing
Officers and customers
on a quarterly basis, with
a bi-lingual member of
staff present, ensuring that
the non-English speaking
residents can have their
queries answered.
We post the timetable for
the neighbourhood
walkabouts on noticeboards
at the 15 communal areas
that we maintain, as well as
publishing it in our tenant
newsletter and making it
available on the Pine
Court website.
Investors in People
We continue to invest in
our staff, to ensure our
customers are getting the
best possible service.
2016/17 saw Pine Court
welcome Katie Chen, who
will be doing her
apprenticeship at Pine Court
while she works towards her
NVQ Housing qualifications.
OF CUSTOMERS THINK OUR STAFF ARE FRIENDLY AND APPROACHABLE**STAR Customer Satisfaction Survey 2017
92%
Katie speaks Mandarin,
Cantonese and English and will
be supporting the team, dealing
with customer enquiries and
providing translation services to
customers and applicants.
We were also joined by Shaun
Williams, a Senior Housing
Officer from One Vision Housing.
Shaun has over 15 years’
experience in the housing sector,
and replaced Ian Stewart who
made the opposite move.
VALUE FOR MONEYAs a modern and innovative
housing company, providing
value for money to our
customers sits at the heart
of what we do.
We use benchmarking
information to compare
costs and performance
against our peers, both
locally and nationally. We
are also continuing to
explore new methods that
offer value for money, better
quality and more efficient
services to our customers.
Our ongoing approach to
provide value for money has
enabled us to generate over
£4m in total of efficiency
savings, as of 31st March
2017 (circa £400k
during 2016/17).
This is in addition to
social value generated
through our financial
inclusion, employment
and community
development activities.
Social value
Social value is a way of
measuring the additional
benefit to the wider
community, over and
above the delivery of the
service or goods delivered.
Pine Court use the Housing
Association Charitable Trust
(HACT) Social Value Tool Kit
as a way of independently
verifying the impact that
our services have on the
local community.
During 2016/17 we generated
over £2.1 million in social
value, which equates to nearly
£53 returned in value for every
£1 spent by Pine Court.
29
DURING 2016/17 WE MADE
IN EFFICIENCY SAVINGS**Annual Efficiency Savings (AES) Tracker
£400K
Providing a value for money service is at the heart of what we do, with all of our services assessed annually to determine their value for money.
VALU
E FO
R M
ON
EY
Chinese New Year community event
Our annual Chinese New Year
and Big Lunch Community
Events were held for customers
of Pine Court, encouraging
community involvement,
reducing the effects of social
isolation and encouraging
personal well-being.
Social value generated:
£104,873 equating to
£30 for every £1 spent
Clear rent accounts
A scheme run by Pine Court
to assist customers with an
outstanding balance on their
rent accounts. These balances
were cleared, helping customers
who may have had problems
affording their rent previously.
Social value generated:
£1,627,777 equating to
£121 for every £1 spent
REPAIRS AND MAINTENANCE
LETTINGS
RENTS
OUR PERFORMANCE
OUR PERFORMANCE
OUR PERFORMANCE
% of properties with a valid gas safety certificate
Average number of days to complete repairs
% of customers satisfied with repairs
Average number of days to relet a property
% of lettings to ethnic minority tenants
% of rent lost due to empty properties
% of rent collected
% of rent arrears of current tenants
100%
4
98%
13
57%
0.40%
98.80%
2.00%
100%
5
95%
15
50%
0.30%
99.80%
2.50%
OUR TARGET
OUR TARGET
OUR TARGET
INVESTMENT PROGRAMME OUR PERFORMANCE
% of homes which meet Decent
Homes Standard
Average energy efficiency (SAP)
rating of properties (out of 100)
100%
72.0
100%
71.4
OUR TARGET
VA
LUE
FOR
MO
NE
Y
31
Pagoda Arts Centre
As part of our Community Fund,
we were pleased to offer support
to the Pagoda Arts Centre, who
offer lessons in Chinese culture,
translation services for the local
community and activities to
people from across Liverpool.
Social value generated:
£147,745 equating to
£74 for every £1 spent
Performance
We are committed to being
transparent, so that our
customers know how well
we are performing.
The following tables show our
performance for the 2016/17
period, against benchmark
targets set by the top performing
organisations in our sector, and
against targets set by customers.
We have hit or exceeded our
targets for the majority of
criteria we measure ourselves
against and continue to strive
to improve performance across
the entire company.
Income
Our annual income for 2016/17 was
£2.6m. The majority of our income
comes from rent, which ensures that
we can continue to reinvest in our
properties and services for customers
and invest in new developments.
Expenditure
Our annual expenditure for
2016/17 was £2.6m. The
majority of expenditure was
investment in new homes, as
we continue to develop quality
homes for our customers.
33VA
LUE
FOR
MO
NE
Y
81%
19%
31%
13%
25%
9%
6%
6%
1%
8%
GET INVOLVEDCustomer empowerment
We recognise that customer
involvement improves the
effectiveness with which
services are delivered,
bringing the benefits of
new skills and increased
confidence for customers.
The Customer
Empowerment Panel was
set up in 2013 to provide
a forum for our Involved
Tenants to share insight
regarding the different
services delivered by
Pine Court.
The Panel is made up of ten
customers, who volunteer their
time to meet on a monthly basis
and discuss any issues and ideas
that could improve the level of
service delivered by Pine Court.
By identifying areas where
improvements could be made,
or offering ideas for services or
provisions that could benefit
our customers, the feedback
we have received from the
Customer Empowerment Panel
continues to help us improve
the effectiveness with which we
deliver our services.
GE
T IN
VO
LVED
We are committed to making sure that our customers have every opportunity to get involved and to play their part in shaping and improving the services we deliver.
OF CUSTOMERS SATISFIED WITH THE SERVICE PROVIDED BY PINE COURT**STAR Customer Satisfaction Survey 2017
92%
HOW WE WORKDuring 2016/17, Pine Court
were compliant with the
requirements of the National
Housing Federation’s
(NHF) 2015 Excellence in
Governance Code and
associated model rules.
Following a self-assessment,
Pine Court Board have
certified compliance with the
Homes and Communities
Agency (HCA) Regulatory
Framework.
Our Board members define
the strategic direction of the
organisation. Through good
governance and performance
management arrangements,
they will ensure the efficient
running of the organisation.
Paul Musa
Chair
Alfred Salami
Vice Chair
Steve
Gow
Moira
Woo
Colin
Gibson
Shelley
Huang
Roy
Williams
Our Board
37
HO
W W
E W
OR
K
We are governed by a Board of both independent and executive members providing a wealth of skills and experience.
REGISTRATION DETAILS Registered Office
Pine Court Housing Association
1 Nelson Street
Liverpool
L1 5DW
www.pinecourt-housing.org.uk
Homes and Communities Agency
Reg No: L3692
Communities and Benefit Society
Reg No: IP25192R
VAT Reg No: 997330871
ADVISORS
Internal Auditors
Beever and Struthers
St George’s House,
215-219 Chester Road,
Manchester M15 4JE
External Auditors
BDO LLP
5 Temple Square,
Temple Street,
Liverpool L2 5RH
Bankers
Royal Bank of Scotland
10th Floor, The Plaza,
100 Old Hall Street,
Liverpool L3 9QJ
Solicitors
Trowers and Hamlins LLP
55 Princes Street,
Manchester M2 4EN
DX 14323 Manchester 1
Certificate Number 2771 ISO 9001, ISO 14001, ISO 27001, OHSAS 18001
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